Covance Client Services Manager - Reimbursement in San Diego, California

Job Description:

The Client Services Manager - Reimbursement is responsible for managing Covance Market Access (CMA) programs, including reimbursement hotlines, patient assistance programs, compliance programs, safety studies, risk map programs, among others. This position can be based in: San Diego, CA, Greenfield, IN or Gaithersburg, MD locations! Insurance Reimbursement or Patient Program Assistant experience needed.

Relocation may be offered!

Additional Responsibilities

• Manages day-to-day client requests and works to ensure that operations staff is knowledgeable and operationally effective.

• Responsible for meeting performance metrics established on programs. Develop plans to ensure that work is completed in a timely, efficient, high quality manner, and performance expectations are met.

• Work with the QA/QC Department to ensure quality of service delivery and high customer satisfaction. Develop expertise around CMA processes and SOPs and work closely with QA/QC Department to develop and implement any project-specific or enterprise wide processes. Identify the need for changes in SOPs and coordinate these changes as necessary.

• Anticipate and respond to day-to-day client requests. Communicate client needs to appropriate staff. Work with clients on program planning. Write and review client deliverables. Participate in client meetings, sales force training programs, and other meetings as appropriate. May server as a client contact back up.

• Collaborate with Sales & Marketing to drive sales and grow revenue by identifying new business opportunities CMA services. Craft scope expansions and participate in client pitches.

• Manage programs for profitability. Review project budgets, proformas, and client invoices. Review, adjust, and monitor volume, staffing, and revenue forecasts and communicate changes to forecast to appropriate parties. Identify and implement operational solutions to resolve budget issues and eliminate write-offs.

• Launch new programs and initiatives.

• Participate in training operations staff on client expectations in program design, operations and changes in program scope. Provide regular feedback to operations staff , supervisors and directors regarding training needs or other operational changes.

• Continue to grow reimbursement knowledge. Stay abreast of industry trends. Understand legal regulations that impact the business and funnel competitive intelligence to CMA leadership and Marketing and Prospecting, as appropriate.

Requisition ID: 68301BR

Job Category: Biotechnology/Pharmaceutical

Locations: United States - Gaithersburg, MD, United States - Indianapolis, IN, United States - Princeton, NJ, United States - San Diego, CA, United States - Greenfield, IN, United States - Baltimore, MD, United States - Boston, MA, United States - New York, NY, United States - Newark, NJ, United States - Oakland, CA, United States - Philadelphia, PA, United States - Raleigh-Durham, NC, United States - Sacramento, CA, United States - San Francisco, CA, United States - San Jose, CA, United States - Santa Ana, CA, United States - Washington, DC, United States - West Trenton, NJ

Shift: 1

Job Postings: The Client Services Manager - Reimbursement is responsible for managing Covance Market Access (CMA) programs, including reimbursement hotlines, patient assistance programs, compliance programs, safety studies, risk map programs, among others. This position can be based in: San Diego, CA, Greenfield, IN or Gaithersburg, MD locations! Insurance Reimbursement or Patient Program Assistant experience needed.

Relocation may be offered!

Additional Responsibilities

• Manages day-to-day client requests and works to ensure that operations staff is knowledgeable and operationally effective.

• Responsible for meeting performance metrics established on programs. Develop plans to ensure that work is completed in a timely, efficient, high quality manner, and performance expectations are met.

• Work with the QA/QC Department to ensure quality of service delivery and high customer satisfaction. Develop expertise around CMA processes and SOPs and work closely with QA/QC Department to develop and implement any project-specific or enterprise wide processes. Identify the need for changes in SOPs and coordinate these changes as necessary.

• Anticipate and respond to day-to-day client requests. Communicate client needs to appropriate staff. Work with clients on program planning. Write and review client deliverables. Participate in client meetings, sales force training programs, and other meetings as appropriate. May server as a client contact back up.

• Collaborate with Sales & Marketing to drive sales and grow revenue by identifying new business opportunities CMA services. Craft scope expansions and participate in client pitches.

• Manage programs for profitability. Review project budgets, proformas, and client invoices. Review, adjust, and monitor volume, staffing, and revenue forecasts and communicate changes to forecast to appropriate parties. Identify and implement operational solutions to resolve budget issues and eliminate write-offs.

• Launch new programs and initiatives.

• Participate in training operations staff on client expectations in program design, operations and changes in program scope. Provide regular feedback to operations staff , supervisors and directors regarding training needs or other operational changes.

• Continue to grow reimbursement knowledge. Stay abreast of industry trends. Understand legal regulations that impact the business and funnel competitive intelligence to CMA leadership and Marketing and Prospecting, as appropriate.

Education/Qualifications: • Bachelor’s degree or a Master’s degree in business administration, public health, management, clinical science, health services research, health economics, or other relevant discipline. (or has 10 years of equivalent work experience and a demonstrated proficiency in healthcare contact center management and program management.

• Very strong written and oral communication skills and presentation skills.

• Customer service focus.

• Ability to work effectively through influence and collaboration.

• Good judgment in managing and escalating client or project issues. Must be able to manage multiple projects and understand contact center processes and performance metrics.

• Strong forecasting and analytical skills related to optimal program performance.

• Excellent interpersonal and management skills including negotiation skills and managing indirectly.

• Very strong understanding of process and contact center systems navigation.

• Ability to identify problems, take initiative, and be solution oriented.

• Oversee and communicate client reporting requirements. Analyze data and report back to clients.

Experience: • 4 plus years’ experience in healthcare contact centers, health care program management, or a field closely related to the CMA services.

EEO Statement:

Covance is committed to diversity in the workplace and is an equal opportunity employer (Minority/Female/Individual with Disability/Veteran/Sexual Orientation/Gender Identity). Your confidentiality and privacy are important to us.